Reviews (1-21 of 21)
- Provides a great framework on how to manage a community.
- Extensive amount of reporting capabilities.
- Ability to create rewards and or look at trends on how to easily improve expert awareness.
- The ability to change the look and feel without being a Coder.
- Issue Resolution Timelines.
- Integration with business CRM solutions.
- Insight - A variety of analytics, and methods to access these details are offered.
- Extensible - Extensive customization opportunities.
- Peer Support - Khoros Atlas is a great learning destination.
- Customization - Opportunities are limited unless you are a developer, or have dedicated developer support.
- Development - Staging/sandbox performance could be improved.
- Campus - Training courses would benefit from a refresher.
With customization, the platform can be tweaked to support just about anything you might need which makes this is a good starter platform as well as something that you can develop on for the long-term.
Companies that need to provide more than just a basic forum experience should consider Khoros due to the flexibility and scalability it offers as you grow such as implementing a TKB, Ideas, Groups, etc.
In terms of handling crisis or high-volume events, I have experienced a few of these using this platform and each time Community remained stable and snappy.
- Vision - They have a clear vision of the future and deliver incremental value to their customers.
- Feedback & Voice of the Customer - They listen to their customers and take steps to implement needed feature fixes or innovation to drive customer value.
- Leader - They are a leader in this space. No other platform can come close to the ability to securely scale and power massive communities/page views. This is a strategic advantage for them vs. other smaller / newer players. If you are running a consumer-grade or enterprise-grade community with millions of views a month - you need to be sure you have a platform that will deliver.
- Interaction styles - there are various options available and they function differently enough to be unique.
- User management - you can segment users and assign permissions and access as needed.
- Style - you can use what is out of the box or apply your company's unique branding.
- Content management - although last year there was an overhaul to the text editor function, there is still a lot of room for improvement. We often receive complaints from users attempting to create content in the community. There is also room for improvement in approval workflows for blogs and KBs.
- User permissions - while there are pros to user management, there is still a lot of room for improvement with granular permissions to segment users even more.
- Personalization - serving up content to users that they care about.
It may be less suited for a company that only wants a forum board. The platform is much more robust than this.
- Online training
- in-person training
- Optimized for internet search (SEO).
- Ease of use for visitors.
- APIs and data access.
- Advanced skills needed to style/customize.
- Need better support for private groups.
- Need to improve timely and comprehensive response to support cases.
We also make heavy use of Khoros APIs to gather data and publish content. We are able to automate some bulletins/announcements using the publishing APIs. We use the bulk data API to pull all transactional data (visits, posts, views, likes, and more) and add to our own enterprise data store for reporting and action.
But, Khoros is not optimized as a technical community. Many visitors expect something like Stack Overflow, and this is a different experience. We aim to provide a richer experience by adding curated content and networking opportunities, and the Khoros community platform is good for that.
Since our original launch in 2015, Khoros (formerly Lithium) has undergone lots of changes in leadership and personnel. However, they remain good partners with a deep bench of community experts.
- Robust - The feature/functionality set is best-in-class.
- Scalable - The platform can handle any volume/size community you can throw at it.
- Extensible - APIs and customization frameworks enable great flexibility.
- Workflow capabilities for things like Knowledge Base and Blogs are lacking (updates have been promised for 2020).
- Minor features that are present in other solutions are missing (although the roadmap pace of releases is picking up).
Those that fail with Khoros often do so at the hands of their own community strategy (or lack thereof), not because of technical roadblocks or lack of execution of Khoros' part. This is true of nearly all community platform vendors.
- The platform has strong capabilities that assist us to drive SEO optimization.
- Analytics. Community Analytics thru Admin Panel and/or LSI is powerful.
- Early Access Programs allow us the opportunity to see what's coming while allowing us to also be part of the process to give our feedback.
- Account Team Coverage. the Khoros Team has always been there to assist us often at a moment's notice.
- Customizations - You will need access to developer resources for sure.
- Content Types - More needs to be done to bring in some of the key functionality that made Jive so great - such as with groups and events.
- UI - need easier ability to manipulate the UI perhaps in a drag and drop capacity.
- Back-end moderation controls - Should not have to buy another package (CARE) to do what we need to do to moderate effectively.
I highly recommend a support option that will give you a dedicated manager to assist in managing support cases. This was a challenge for us initially but after upgrading our support we already feel the difference. We consider the Khoros team an extension to ours.
- Highly customizable.
- Strong analytics.
- Excellent SEO optimization and visibility.
- Out-of-box experience isn't ideal for every use case.
- Admin tools can be difficult to navigate.
- Analytics require work on your part; deep insights aren't offered by default.
- The Khoros Communities platform has an incredible ability to scale quickly.
- The platform is highly customizable for a unique user experience (with development expertise).
- The Analytics provided by the platform both natively and through APIs are incredibly powerful for data driven decisions.
- The Admin UI has not been updated in over 10 years and begs attention for a better user experience.
- The ability to scale is both a blessing and a curse, as the granularity and complexity of things like permissions can be very difficult to manage.
- Also, the customizability is both great and not great as there's limited changes one can make OOTB without development assistance, despite the 'feeling' that it can be drag and drop.
- Community Analytics - You're able to pull analytics such as page views, registered users, top posts, etc. which is a great feature for different teams within our organization.
- Helpful staff - The team at Khoros is unbelievable! They have helped me build an amazing Community and continue to answer questions in a timely manner. They also have a great Community, which I explore on a daily basis to help scale my Community.
- Although Khoros continues to provide Product Coaching, I'd love to see a more in-depth approach to coaching after your Community has launched. I think it would be helpful, even if it was a yearly touch base and an in-depth overview of how your Community has performed and make any applicable changes. I.e. My community doesn't really do well with the Gamification. Our users don't necessarily use it. I'd love to talk to a Community Strategist as I did when building the Community to talk about this in more depth and plan accordingly.
- Ability to stand up a white-listed community so it presents our brand well.
- Deep customization on components and permissions.
- Access to the Bulk Data API so that we can do deep analysis on metrics.
- API access that allow traffic to community to flow directly from our products.
- Lack of technical expertise across their staff, frustrated with a lack of knowledge about how their products work.
- Responsiveness to requests for answers.
- Lack of connection between their marketing and communities products.
- Privacy - use of usernames and the ability to hide identifying information such as email addresses from public view.
- Accessibility - the site is fully accessible for people of all abilities, across all devices and platforms.
- Community - The width and breadth of the community product is huge, even 2 years on, there are things we have still yet to try out and Lithium are constantly innovating the product too!
- There is always room for improvement on any product, Khoros actively works with its customer community and encourages ideas. They build many of these into their product roadmaps ongoing.
The excellent thing is that Khoros have a hugely active customer support community as well as a fantastic case management system to triage support issues and requests. So regardless of your level of knowledge or familiarity, you're well supported out of the box.
- Has all the features and discussion styles you could need including standard discussions, knowledgebase, reviews, gamification, Ideation.
- Easy to use analytics built in with downloadable reports.
- Great success services to help make sure you get the most out of the features.
- Need to be quicker at reacting to customer suggestions for product improvements.
- Slight lack of focus on the community part of their product range in the last year or so
- Would benefit from a more transparent roadmap with dates!
- Configurability. There are so many tools, features and functions, that you can easily customize your community to meet your industry needs.
- Ease of use. Out of the box both users and admins can easily begin using the Community, but it also offers more technical options, and training for everything.
- The entire Community is built for optimization, tags, labels, the ability to create custom search, titles, text & canonical URLs.
- Overall I am very satisfied, as with any tool there is always room from improvement or change, every company has specific needs, so these are a couple of things that would benefit me.
- Search. The internal search tool works well, but there is room for improvement. Khoros is currently working on enhancements, so I am looking forward to the new changes.
- Surveys. They have a great survey tool, but I would love to see an enhancement that would allow agents/community managers to respond to customer survey responses. This is probably an industry thing, but our customers tend to use the survey tool as a complaint box.
- Interactive discussion forums
- Ideas exchange for tracking ideas submitted by customers ; implementation by product team
- Customization to our customers needs
- Direct marketing/nurture campaigns leveraging the software is more challenging than it should be.
- Community - it has the robust functionality and all the bells and whistles that customers typically look for
- Out-of-the-box widgets - there are a number of out of the box widgets, such as "Most recent threads" or "Unanswered questions" that can be easily deployed throughout the community. Depending on where you deploy them, e.g., homepage vs. a specific board, these widgets "narrow down" their content based on the context you are in.
- Programmability - well-documented APIs that allow you to custom-program functionality
- Not a knock on the product per se - but each product in this space follows a certain philosophy. If customers don't want to learn that philosophy and thus force-feed Khoros to do something it's not designed, it becomes hard to implement and maintenance heavy. Same is true with Jive and Salesforce Communities
- Design adaptation sometimes requires a lot of custom-programming. This is often caused by designers not fully understanding how communities work. On the other hand, esp. on homepages, in order to draw people in, a mix of content is often the best approach. And that requires at least some custom-programming for Khoros's integrators
- Great for reporting on unique visits, views and visitors
- Availability of data by device: Desktop vs. Mobile
- Excellent for reporting and analyzing Community Forum data
- Ability to select date range is not available for all metrics, this makes is difficult and time consuming to report on a specified time period
- Deployment and ease of use have been amazing – day and night vs. Jive. Typically deployment gives you a cringe – absolutely the easiest deployment I’ve ever been a part of.
- Overall layout and design/ flow is a lot easier to manage than Jive. It has a CMS type thing that self-propogates through the entire community. Jive did not automatically propogate.
- Analytics - They have a lot of patented algorithms that help generate key metric indexes. You can compare yourself with other Khoros customers. When you dive in deeper into analytics, Khoros allows you to look deeper into what an individual is doing vs. just a broad view of your community.
- Integration with Salesforce.com
- Content editor for moderators – you need to know HTML for adding custom content. Several editors don’t know HTML and it is hard to get it to look like they want. The WYSIWYG is very limited in the functions that it has. It falls on the site admin to do a lot of the adding of content. The client-side works fine – can format posts however they want.
- Online training
The analytics are easy to use.
Khoros Communities (Formerly Spredfast + Lithium) Scorecard Summary
About Khoros Communities (Formerly Spredfast + Lithium)
Khoros Communities enable organizations to host a space where people find answers, develop expertise, share experiences, and build a brand.
The vendor states that Khoros powers over 400 of the world’s most recognized brands, and boasts 15+ years of experience, a robust feature set, enterprise scale and security, and a dedicated services team who aim to ensure a brand's community will reduce support costs, delight customers, and grow business.
They state Khoros Communities key benefits are to:
Attract more visitors & build trust
- Be easier to find & provide peer validation by hosting authentic conversations on your digital property. Community content can lead to a 48% uplift in organic search traffic and double conversion rates
Accelerate resolution to delight customers while reducing costs
- Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. The vendor says users can deflect up to 20% of calls that would otherwise go to the customer service call center.
Innovate faster with constant customer feedback
- Iterate rapidly and uncover new ideas from a dedicated pool of domain experts who are invested in your success.
Deliver expert community management
- Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth.
Khoros Communities (Formerly Spredfast + Lithium) Screenshots
Khoros Communities (Formerly Spredfast + Lithium) Videos (3)
Watch Samsung Case Study
Watch Content Syndication
Watch Group Hubs overview
Khoros Communities (Formerly Spredfast + Lithium) Downloadables
Khoros Communities (Formerly Spredfast + Lithium) Integrations
Khoros Communities (Formerly Spredfast + Lithium) Competitors
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?No
Pricing is variable based on the needs of the customer.
Khoros Communities (Formerly Spredfast + Lithium) Customer Size Distribution
|Small Businesses (1-50 employees)||0%|
|Mid-Size Companies (51-500 employees)||10%|
|Enterprises (> 500 employees)||90%|
Khoros Communities (Formerly Spredfast + Lithium) Support Options
|Video Tutorials / Webinar|
Khoros Communities (Formerly Spredfast + Lithium) Technical Details
|Mobile Application:||Apple iOS, Android, Mobile Web|